AccountId: 011433970860
ContactId: fa603adf-6dca-4e4f-981e-1d5a5902647e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 297420 ms
Total Talk Time (AGENT): 93084 ms
Total Talk Time (CUSTOMER): 85508 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/fa603adf-6dca-4e4f-981e-1d5a5902647e_20250530T12:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from Mount Sinai Medical Center, and I was calling to check the status of a claim.
[AGENT][NEUTRAL] OK. Happy to check on a claim [PII]. Can I get the policy number for the patient?
[CUSTOMER][NEUTRAL] Policy number I have is.
[CUSTOMER][NEUTRAL] Huh, this is a fairly old one.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] But it's 018578.
[CUSTOMER][NEUTRAL] 69 M as in Mike, L as in Lima, 8.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you have a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And then data service.
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] OK, and then do we have a bill amount?
[CUSTOMER][NEUTRAL] $7,553.61.
[AGENT][NEUTRAL] Do you by chance have a different amount um after the primary paid?
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] The balance that was remaining was $1,857.75. That's the balance we billed um to APL.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, so it looks like we did get a claim for this, um, and it looks like there was a benefit payment sent for $1,689.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, can I ask when you received the claim?
[AGENT][NEUTRAL] Yeah, let me go back here.
[AGENT][NEUTRAL] So claim is received on [PII].
[AGENT][NEUTRAL] The claim was processed and paid [PII].
[CUSTOMER][NEUTRAL] And the claim number?
[AGENT][NEUTRAL] 2871423.
[CUSTOMER][NEUTRAL] OK, you said I paid $1,689?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Was that paid to us or to the patient?
[AGENT][NEUTRAL] No it was paid so looks like the facility.
[CUSTOMER][NEUTRAL] OK, OK, can you fax me a copy of the EOB?
[AGENT][POSITIVE] Yeah, absolutely. What's a good fax number?
[CUSTOMER][NEUTRAL] 866
[CUSTOMER][NEUTRAL] 269
[CUSTOMER][NEUTRAL] 073 7
[AGENT][NEUTRAL] Yeah, I was sent to Mount Sinai Medical Center at [PII].
[CUSTOMER][POSITIVE] That sounds right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Unfortunately I'm gonna
[CUSTOMER][NEUTRAL] You can fax it to my attention.
[AGENT][POSITIVE] OK. Yeah, absolutely. So just give it about 5 minutes and you should have that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's awesome. That's awesome. Is there a reference number for the call, [PII]?
[AGENT][NEUTRAL] Yeah, absolutely. Call reference is my name with today's date. Again, my name is [PII], that's [PII] Last initial to my name is [PII], and then today's date.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] You're welcome. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Mm bye bye.